Customer Service Office

Fatima Salman

Nationality: Lebanese

Address: Oman, Muscat

Tel: 91719154

E-mail: ***************@*****.***

PERSONAL SUMMARY

I am a hardworking, enthusiastic, conscientious and caring person with extensive knowledge in offering advice, support, and guidance to clients who have different requirements, issues and obstacles.

I have the ability to work well with others from diverse backgrounds, cultures and nationalities. Well mannered, articulate and have experience in working within a multicultural team. Flexibility to adapt to challenges when they arise remaining aware of professional roles and boundaries.

Keen to find a challenging position within an ambitious organization where I will continue to develop my abilities while bringing my experience and knowledge to the company. ACADEMIC QUALIFICATIONS

2006 -2010 BA in English Studies,

American University of Science and Technology Lebanon-Beirut WORK EXPERIENCE

2015 - Present

Customer Service Executive – Awasr Oman

Muscat-Oman

Key Responsibilities

Handling customer enquiries and complaints through calls and emails (both Arabic and English)

Identify and solve customer issues through systems, analysis and technical troubleshooting.

Brand ambassador promoting the company both internally and externally.

Clearly communicate internally with stakeholders from other business units and externally with partners.

Manage a high-volume workload within a deadline-driven environment while keeping calm and consistently delivering or exceeding targets and manager expectations.

Team player sharing knowledge and encouraging communication among my team by updating others through briefings.

Consistently look for areas of improvement and updating processes to ensure maximum efficiency in the contact center.

Ensure that customer cancellation is as low as possible by providing best in class customer service.

Compile customer reports after analyzing customer issues on a monthly and quarterly basis offering explanations and possible solutions for Senior Management with a high level of accuracy.

Manage Customer Experience through welcome calls and surveys to delight the customer and gather feedback to improve internal processes.

Create scripts in both Arabic and English to support the team with customer queries.

Provide quality customer service taking ownership of each issue until resolution.

Create and maintain trouble shooting guide for technical queries within the contact center.

Manage fulfilment of orders with customers, internal stakeholders and business partners from submission to complete customer satisfaction.

Handle the addition and removal of promotions on customer accounts. 2010-2014

Head of Administration Department at Al Bayan Modern High School Lebanon-Beirut

Key Responsibilities

Responsible for meeting and greeting parents and visitors to the office.

Responsible for the communication of updates, news and memos both internally and externally including drafting and sending emails and letters.

Supervising the workload and the quality of Office Juniors ensuring they were developing the skills necessary to work in the administrative environment.

Accountable for office supplies including monitoring inventory, order management and relationship management with suppliers.

Accountable for the management of all staff work records concerning holidays, leave and training.

Creating and modifying documents using Microsoft Office.

Calendar Management- coordinating schedules to ensure maximum availability for meetings and conferences with both staff and educators.

Key Skills

Enthusiastic about excellent customer service.

Can work independently and as part of a team.

Ability to multitask and complete tasks with high levels of accuracy.

Highly motivated with a sense of commitment to providing quality service to the customer.

Strong communication and problem solving skills.

Can work well with others at different organization levels.

Comfortable to deal with customers both face to face and calls/written communication channels.

Punctual and able to stick to schedule for delivering tasks and attending the office.

Proactive in regards to improving process and procedure.

Self-motivated with a high emphasis on customer delight.

Continuously updating knowledge to offer customers the best service possible.

Adapts to new environments and changing demands while maintaining effective work behavior.

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